Mercier Consultancy MD is excited to offer a rewarding opportunity for Croatian Speaking Customer Service Representatives to join a leading Airline Company based in Athens, Greece. This role is ideal for individuals passionate about the aviation industry and delivering exceptional customer service. As a representative, you will assist Croatian-speaking customers with various inquiries related to airline services, bookings, and travel information. Key Responsibilities - Handle customer inquiries about flight bookings, schedules, ticketing, and baggage policies via phone, email, and chat in Croatian. - Provide clear and accurate information regarding airline products, services, and travel requirements. - Assist passengers with resolving booking issues, cancellations, and changes efficiently. - Address customer complaints and concerns promptly, ensuring a positive customer experience. - Maintain accurate records of customer interactions in the CRM system. - Collaborate with airline operational teams to enhance service delivery and problem resolution. - Stay up-to-date with airline policies, industry regulations, and travel advisories.

Mercier Consultancy MD is excited to offer a rewarding opportunity for Croatian Speaking Customer Service Representatives to join a leading Airline Company based in Athens, Greece. This role is ideal for individuals passionate about the aviation industry and delivering exceptional customer service. As a representative, you will assist Croatian-speaking customers with various inquiries related to airline services, bookings, and travel information. Key Responsibilities - Handle customer inquiries about flight bookings, schedules, ticketing, and baggage policies via phone, email, and chat in Croatian. - Provide clear and accurate information regarding airline products, services, and travel requirements. - Assist passengers with resolving booking issues, cancellations, and changes efficiently. - Address customer complaints and concerns promptly, ensuring a positive customer experience. - Maintain accurate records of customer interactions in the CRM system. - Collaborate with airline operational teams to enhance service delivery and problem resolution. - Stay up-to-date with airline policies, industry regulations, and travel advisories.

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. About the Role: The Customer Experience Automation Lead is an individual contributor role responsible for designing, governing, and optimizing scalable digital engagement journeys across UKG’s Customer Experience (CX) organization. In this role, orchestration means designing and operationalizing the workflows, triggers, and engagement logic that coordinate customer interactions across digital and human channels throughout the lifecycle. This role requires a strong understanding of the full customer lifecycle, from onboarding through renewal and expansion, with primary responsibility focused on the digital journey layer that supports, enhances, and scales customer engagement across that lifecycle. The role partners closely with CX Strategy & Design, Customer Success, Support, Renewals, Content, IT, and CX Operations to translate customer strategy into structured, system-enabled digital journeys that drive adoption, value realization, retention, and expansion. The ideal candidate brings a strong mix of lifecycle thinking, digital journey design, workflow automation expertise, and cross-functional influence. This role is focused on reducing manual effort, improving consistency, and enabling more intelligent, scalable engagement through digital orchestration. Key Responsibilities: Digital Journey Strategy & Orchestration - Own the orchestration framework for digital customer journeys across onboarding, stabilization, adoption, maturity, renewal, and expansion stages. - Design and optimize digital lifecycle programs that align to the broader customer journey and complement human-led engagement. - Translate CX strategy into scalable digital engagement models that support Customer Success, Implementation Services, Post-Live Services, Managed Services, and other Customer Experience (CX) functions - Design multi-step, rules-based journeys based on segmentation, health signals, product usage, customer maturity, and sentiment. - Ensure digital programs balance intelligent automation with timely, high-value human engagement. - Design and build initial versions of high-priority digital journeys, ensuring rapid time-to-launch and iterative improvement. - Apply a minimum viable journey approach to deliver value quickly, followed by structured iteration and optimization. Cross-Functional Automation & Operational Efficiency - Identify manual, repetitive workflows across Customer Success, Implementation Services, Post-Live Services, Managed Services, and CX Operations, then design scalable digital automation solutions. - Reduce friction in cross-functional processes such as risk escalation, renewal readiness, adoption campaigns, and executive engagement tracking. - Automate milestone tracking, risk triggers, task routing, and internal notifications across CX teams. - Standardize repeatable digital playbooks and embed them into systems to improve execution consistency and reduce variability. - Build conditional logic and branching journeys that adapt to customer behavior and business signals. - Prioritize and execute a rolling orchestration roadmap, balancing speed of delivery with long-term scalability. - Rapidly deploy lightweight automation (e.g., triggers, alerts, single-step workflows) to address immediate CX friction points while building toward more comprehensive journey programs. Strategic Cross-Functional Partnership - Serve as the primary digital orchestration partner to CX Strategy & Design, advising on scalable execution approaches and system feasibility. - Partner with Digital Customer Success Managers and other CX leaders to operationalize adoption insights, risk indicators, and expansion signals into lifecycle triggers and workflows. - Collaborate with Content teams to ensure messaging is sequenced appropriately within digital journeys. - Work with CX Operations to align orchestration logic with health scoring models, reporting frameworks, and segmentation strategy. - Partner with Implementation Services, Post-Live Services, and Managed Services leadership to ensure digital journeys reinforce broader retention, risk mitigation, and revenue goals. AI-Enabled Digital Engagement - Incorporate predictive signals and AI-enabled insights into digital journey workflows and engagement logic. - Support implementation of AI-assisted workflows and digital engagement capabilities that improve CX scalability. - Ensure AI-enabled programs are governed, measurable, and aligned to customer experience standards. - Evaluate emerging technologies that strengthen digital orchestration capabilities across the customer lifecycle. Measurement, Optimization & Business Impact - Define and track performance metrics tied to orchestrated digital programs, including adoption lift, engagement, risk reduction, renewal readiness, and operational efficiency. - Conduct structured analysis, testing, and ongoing optimization of digital journey programs. - Quantify time savings and process improvements across CX teams and workflows. - Provide leadership with clear visibility into digital program effectiveness, performance trends, and business impact. - Track and improve time-to-launch for new journeys and enhancements, ensuring rapid deployment of high-impact programs. - Establish a test-and-learn model, with frequent iteration cycles to continuously improve journey performance. Governance & Continuous Improvement - Establish documentation standards and change control practices for digital journey architecture. - Maintain oversight of workflow dependencies to prevent system conflicts or customer experience degradation. - Create reusable orchestration templates that can scale across segments, use cases, and product lines. - Mentor team members and help elevate digital orchestration best practices across the organization. - Balance governance with execution speed by defining clear standards for when journeys require full design vs rapid deployment. - Develop and maintain a library of reusable journey components, triggers, and templates to accelerate build and deployment cycles. Basic Qualifications: - 6+ years of experience in Customer Success, CX Operations, digital customer engagement, systems, lifecycle strategy, service design, or related SaaS roles. - 3+ years of hands-on experience building digital journeys and workflow automation in platforms such as Gainsight, Salesforce, or similar CX/CRM systems. - Strong understanding of the full SaaS customer lifecycle, including onboarding, adoption, steady state, value realization, and renewal, and expansion motions. - Experience using predictive signals, scoring models, or AI-enabled insights to inform customer engagement. Preferred Qualifications: - Strong analytical skills, with the ability to translate customer and operational data into scalable workflow logic. - Experience in enterprise SaaS, HCM, or Workforce Management. - Familiarity with renewal forecasting workflows, risk escalation models, and customer health frameworks. - Experience with digital customer success, lifecycle automation, or journey orchestration programs. - Experience with process improvement or workflow optimization methodologies. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. Equal Opportunity Employer: UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Disability Accommodation in the Application and Interview Process: For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com. The pay range for this position is $90,900 to $130,700. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits

Remote — Kenya Company Overview At Hubstaff, our mission is to empower people to have their most productive workday. We do this by providing the industry-leading workforce analytics and time tracking platform for remote and distributed teams. We’ve been fully remote for over a decade—long before it became a trend—and we continue to believe that remote work represents the most significant shift in the modern workplace since the advent of the PC. Our platform helps more than 95,000 businesses track time, manage schedules, and automate payments with transparency and accountability at its core. We’re a product-led company with a winning culture, strong momentum, and a long-term vision: to become an essential part of every remote company’s tech stack. And we’re just getting started. The Role We’re hiring a Customer Support Representative (Tier 1) to join our global Support team. This is a full-time employee position (via Deel EOR) based in Kenya. You’ll help customers succeed with Hubstaff by providing clear, friendly, and effective support—primarily via email and live chat. This role is ideal for someone who enjoys problem-solving, loves helping others, and thrives in a fast-paced, remote environment. While this role begins as Tier 1 support, we’re looking for someone with strong potential to grow into more advanced troubleshooting and Tier 2 responsibilities over time. What You’ll Do - Respond to customer inquiries through email and live chat (Intercom). - Troubleshoot customer issues and explain solutions clearly and patiently. - Escalate complex technical issues and ensure timely follow-up. - Identify recurring problems and suggest improvements to documentation or internal processes. - Collaborate with a global support team across multiple time zones. What You Should Have - Based in Kenya and legally authorized to work there. - 3+ years of experience in customer support or a client-facing role (SaaS experience preferred). - Excellent written and spoken English communication skills. - Strong problem-solving mindset and attention to detail. - Reliable internet connection and a dedicated, quiet workspace. - Ability to work full-time between 8/9 AM and 5/6 PM (EMEA hours), Monday–Friday. Nice to Have - Experience using Intercom, HubSpot, Help Scout, or Zendesk. - Exposure to SaaS products or technical troubleshooting. - Curiosity for automation and tools such as Zapier. - Interest in software systems and continuous learning. Location Hiring in: Kenya (remote) Compensation & Contract Type - Employment type: Full-time employee (via Deel EOR) - Base salary: KES 2,800,000 per year (≈ $21,500 USD per year) - 21 paid vacation days per year - Annual stipends for equipment and professional growth - Maternity and paternity leave, with flexibility for personal needs Why You’ll Love Working with Us - A remote-first culture built on trust, autonomy, and async collaboration. - Opportunity to work with a global, multidisciplinary team. - Stable weekday schedule and predictable work hours. - Participation in annual retreats and remote team events — past destinations include Costa Rica, Spain, Mexico, and the Dominican Republic. Inclusion at Hubstaff Hubstaff is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members, regardless of background, identity, or lived experience.